--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Outsourced Service Provider dashboard # Outsourced Service Provider dashboard {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Outsourced Service Provider dashboard The Outsourced Service Provider (OSP) dashboard in ServiceNow enables OSP managers to monitor critical case management metrics such as breached service-level agreements (SLAs), average resolution times, and case transfer rates. This dashboard provides insights that help identify areas requiring attention and supports strategic planning for case resolution and service quality improvement. Show full answer Show less Starting with the Xanadu release, the dashboard features a modernized interface accessible via **All \> Outsourced Customer Service \> Analytics** , where users select the specific OSP name. Customers on earlier releases can still access the legacy dashboard via **All \> Outsourced Customer Service \> Overview**. ## Key Features * **Role-based access:** The dashboard is designed for internal OSP managers with the role `sncsmocs.manager`. * **Global filtering:** Users can filter metrics by one or multiple outsourced service providers to focus on specific data or view aggregated information across all providers. * **Key performance indicators (KPIs):** * Unassigned open cases: Number of open cases not yet assigned to OSP agents. * Open cases with breached SLAs: Cases remaining open past the SLA-defined timeframe. * Total open cases: Overall count of open cases. * Average overall customer satisfaction (CSAT): Survey-based satisfaction scores. * Number of resolved cases: Cases moved to resolved state by OSP agents. * Summed duration of resolved cases: Total time taken to resolve cases. * Number of transferred cases: Cases transferred to internal ServiceNow agents when unresolved by OSP agents. ## Reports and Practical Use * **Unassigned Open Cases:** Quickly identifies how many open cases are awaiting assignment, enabling OSP managers to allocate resources effectively. * **Active SLAs Breached:** Highlights all currently breached SLAs, allowing managers to take immediate corrective actions to improve service delivery. By providing real-time visibility into these metrics, the dashboard supports proactive management of outsourced customer service operations, helping ServiceNow customers maintain SLA compliance and enhance customer satisfaction. The Outsourced Service Provider dashboard enables monitoring of breached service-level agreements (SLAs), average resolution time, and case transfer percentages, among other metrics. You can utilize the insights to identify the areas of concern and to plan your case management strategy. Important: Starting with the Xanadu release, the Outsourced Service Provider dashboard has a new, modernized look and feel. To access the new Outsourced Service Provider dashboard, navigate to AllOutsourced Customer ServiceAnalytics, and select the outsourced service provider (OSP) name. Existing customers upgrading from earlier releases to the Xanadu release can also access the new Outsourced Service Provider dashboard. However, existing customers on release versions prior to the Xanadu release can still view the old Outsourced Service Provider dashboard by navigating to AllOutsourced Customer ServiceOverview. Figure 1. Outsourced Service Provider dashboard ## End user and roles {#ocs-dashboard__section_upb_qj4_2fb} {#ocs-dashboard__table_ov2_tj4_2fb__entry__2} | End user and goal | Required role | |-|-| | Internal OSP Manager | sn_csm_ocs.manager | [ ] {#ocs-dashboard__table_ov2_tj4_2fb} ## Indicators {#ocs-dashboard__section_nm4_hk4_2fb} Outsource cases: Unassigned open cases The number of open cases that are unassigned to the OSP agents. Outsourced cases: open cases with breached SLAs The number of cases that have remained open past the time required by the Service Level Agreement (SLA). Outsource cases: open cases The number of cases that are in the open state. Outsourced cases: Average overall CSAT Average customer satisfaction (CSAT) based on survey results. For more information about CSAT, see [Customer service satisfaction surveys](https://servicenow-prod.fluidtopics.net/0TUBwmLfeRp2prGTDOmg5A "Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal."). Outsourced cases: Number of resolved cases The number of cases that the OSP agent has worked on and moved to resolved state. Outsourced cases: Summed duration of resolved cases The total time taken by the OSP agents to resolve the cases. Outsourced cases: Number of transferred cases Number of cases that are transferred to an internal ServiceNow agent when an OSP agent couldn't resolve the case. ## Global filter {#ocs-dashboard__section_yfw_qk4_2fb} The Outsourced Service Provider dashboard utilizes the outsourced service providers as global filters. You can select one or more outsourced service providers to view different metrics and reports. By default, the dashboard displays data from all outsourced service providers. ## Reports {#ocs-dashboard__section_t5q_fl4_2fb} {#ocs-dashboard__table_xvt_hl4_2fb__entry__3} | Title | Type | Description | |-|-|-| | Unassigned Open Cases | ![Single score report]() | The number of cases that are in the open state and isn't yet assigned to an OSP agent. In this report, for example, there are 42 cases that are yet to be assigned. The OSP manager views the number of such cases at a glance and assigns them. | | Active SLAs Breached | ![Single score report.]() | This report shows all breached SLAs that are still active In this report, for example, there are 42 such active SLAs. The OSP manager views the number of breached SLAs at a glance, which helps in taking immediate action. | [ ] {#ocs-dashboard__table_xvt_hl4_2fb} *[\>]: and then